Refund policy
Return & Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To start a return, please contact us first at support@avelyn-london.com with your order number and reason for return. Items sent back to us without first requesting a return will not be accepted.
Return Eligibility
To be eligible for a return, the item must be returned in its original condition — unworn, unused, undamaged, with tags attached, and in its original packaging where possible. You will also need the receipt or proof of purchase.
Items must not show signs of wear, use, damage, stains, odours, washing, alteration, or handling beyond what is reasonably necessary to check the fit and appearance.
If a returned item does not meet these conditions, we reserve the right to reduce or refuse the refund in line with applicable consumer law.
Return Shipping Costs
Return shipping costs are the responsibility of the customer unless the item is confirmed to be faulty, damaged, or incorrectly supplied.
If your return request is accepted, we will provide you with the return address and instructions on how to send your package. We do not provide prepaid return shipping labels for change-of-mind returns or returns due to size, fit, colour preference, or personal preference.
Customers are responsible for arranging the return shipment and ensuring the parcel is sent to the correct return address provided by us. We strongly recommend using a tracked shipping service and keeping proof of postage, as we are unable to process a refund if the return cannot be verified as sent to the correct address or received by the return facility.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@avelyn-london.com.